Stakeholders
The Board adopts a stakeholder-inclusive approach that balances the needs, interests, and expectations of material stakeholders in the best interests of the Fund over time.
Outcomes supported
Stakeholder relationships and inclusive engagement
Strong stakeholder relationships support trust, legitimacy, and sustainable value creation. Through the Staff, Administration and Corporate Affairs Committee (SACA), the Board oversees stakeholder relationships and engagement, ensuring stakeholder perspectives inform governance, strategy, and decision-making.
The requirements of this principle are achieved because NSSF has the following in place:
Stakeholder governance and prioritisation
How it is governed
SACA oversees stakeholder relationships, supported by stakeholder mapping and prioritisation.
Evidence / outcome
Material stakeholders are mapped by interest and influence, including members, employees, regulators, employers, trade unions, suppliers, and communities.
Value created
Strengthens trust, legitimacy, and the Fund's licence to operate.
Member engagement and communication
How it is governed
Members are engaged through structured programmes, meetings, digital platforms, and regular communication.
Evidence / outcome
Annual Members' Meeting, Customer Connect Week and Savings Digest. Approximately 111,462 member queries addressed, with a 93.0% resolution rate.
Value created
Enhances transparency, trust, and service delivery.
Stakeholder insights and responsiveness
How it is governed
Stakeholder feedback is collected, monitored and incorporated into decision-making.
Evidence / outcome
The Voice of the Customer programme captured 17,747 real-time responses, informing service improvements and innovation.
Value created
Improves member experience and stakeholder outcomes.
Strategic partnerships and collaboration
How it is governed
The Fund engages regulators, policymakers, development partners, and industry bodies.
Evidence / outcome
International engagement coordinated through ISSA, ASSA, and the ILO. The All-Africa Pension Summit brought together 650 delegates and 62 speakers from 31 countries.
Value created
Builds institutional capability, influence, and shared value.
Responsible citizenship and continuous improvement
How it is governed
Stakeholder, social and environmental considerations are integrated into governance, strategy, and decision-making.
Evidence / outcome
Savings Digest reached approximately 3 million people in its first year, while engagement outcomes continue to inform improvements.
Value created
Supports members, communities and the broader economy while strengthening long-term relationships.
The Board seeks to balance the legitimate interests and expectations of material stakeholders in a manner that supports the Fund's long-term sustainability and the creation, preservation, and protection of value. One recommended practice relating to group governance arrangements is assessed as not applicable, as NSSF is a standalone statutory fund with no subsidiary or group structure.
Area for future focus
Enhance stakeholder management frameworks; accelerate informal-sector inclusion; expand Savings Digest reach. Read more about stakeholder engagement.